School of Tourism and Hospitality Management DIPLOMA OF ...€¦ · Hospitality Management and Adventure Tourism Management The role of the Programme Leader is to help, monitor and

Version 1

QRC Programme Handbook 1

School of Tourism and Hospitality Management

DIPLOMA OF HOSPITALITY MANAGEMENT

and

DIPLOMA OF ADVENTURE TOURISM MANAGEMENT

Programme Handbook

QUEENSTOWN RESORT COLLEGE

7 Coronation Drive

PO Box 1566, Queenstown 9348 New Zealand

Tel 03 409 0500 Fax 03 409 0505 www.queenstownresortcollege.com

[email protected]

Version 1


Foreword

Welcome to Queenstown Resort College

Together with the Chairman and Board of Directors, I welcome you to Queenstown Resort College (QRC) to study and embark on a new and rewarding life experience. QRC staff, residents of Queenstown and other students of the College will do all that is possible to ensure that you achieve your goals and have a positive and memorable time with us. Charlie Phillips Chief Executive

Message from Academic Director

Kia ora Welcome to Queenstown and QRC. You are about to start on an amazing 21-month programme which will not only prepare you for a leadership role in the Hospitality and Adventure Tourism industry but also inspire and challenge you as an individual along the way. As Academic Director, I can assure you that you will have every opportunity to take full advantage of not only the professional and focused staff we have here at the College, but also the wonderful setting you will now be living in. While the range of abilities will vary greatly within your intake, you will succeed in this course with planning, passion and commitment. It is up to you to get as much from this opportunity as you can and for you to become the employee of first choice. Jacqui McLean Academic Director

Welcome from the QRC Programme Leader

Kia ora This is an exciting time for students and staff alike. We are here to support you through this time and make sure you maximise the opportunities available to you. Our vision is for QRC students to become the employee of first choice for employers in our sector. To achieve this we need to work together. As Programme Leader it is my role to lead you through the growth you will experience as a professional. Your role is to ensure you make the most of the support on offer. I’m here to lead and mentor you through the obstacles, problems and decisions you may encounter during the diploma. Kirsty Dugdale QRC Programme Leader

Version 1


QRC Mission, Vision & Values

MISSION: Deliver an Education you can use – and will be loyal to!

VISION: Ensure the QRC Graduate will be equipped with the skills and confidence to become the employee of first choice.

VALUES: • Straight Talking

• Authentic Engagement

• Professional Enthusiasm

• Humility

• Fun & Collaborative Work

• Continuous Improvement

• Lead by Example

Version 1


Welcome to the Queenstown Resort College, School of Tourism and Hospitality Management. This handbook contains the general paper outlines, Academic and Conduct Regulations and information about your programme of study. You should refer to it during your course of studies.

Table of Contents

Foreword 2 QRC Mission and Values 3 Table of Contents 4 QRC Management and Administration Staff 6 Programme Leader 7 Diploma Course Description - HM 8 Paper outlines and Tutor Staff - HM 9 Diploma Course Description - ATM 10 Paper outlines and Tutor Staff - ATM 11 Community Contribution Scheme 12

1.0 Professional Excellence System 1.1 Overview 13 1.2 Table of Demerits 14 1.3 Grooming Standards 14 1.4 Tikanga 18 1.5 Attendance Regulations 19 1.6 Failing the PE System 19 1.7 Tracking and Recording the PE Points 20 1.8 Regaining PE Points Lost 20 1.9 Professional Excellence Discipline Procedures 21 1.10 Academic Misconduct Procedures 22

2.0 Academic Regulations 2.1 Assessment 23 2.2 Exam Protocols 23 2.3 Assessment Strategies 23 2.4 Study Support 23 2.5 Extension of assessment deadlines 24 2.6 Lateness penalties 24 2.7 Keeping a copy of your work 24 2.8 Controlled Assessments (Examinations, tests, quizzes) 24 2.9 Re-sitting Assessments 25 2.10 Resit Flowchart 26 2.11 Special Assessment Conditions 27 2.12 Assessment in Te Reo 27 2.13 Aegrotat 27 2.14 Assessment Misconduct 28 2.15 Academic Integrity 29 2.16 Recognition of Prior Learning 30 2.17 Accelerated assessment 30 2.18 Appeals 30 2.19 Deferral / Withdrawal Process 31 2.20 Adverse weather procedures 31 2.21 End of term travel arrangements 31 2.22 Progression from terms 1 and 2 to Internship 32 2.23 Grading system for the Diploma of Hospitality Management 32 2.24 Grading system for the Diploma of Hospitality Management 32 2.25 Credit Points 33 2.26 Term Administration 33

Version 1


2.27 Printing allocation 33 2.28 Social media Regulations 33 2.29 Flow Chart Student Support 34 3.0 Guidelines for Presentation of Assessments 3.1 Submission of Assessments 35 3.2 Turnitin 35 3.3 Professional Appearance 35 3.4 Assessment Cover Sheet 35 3.5 Layout 35 3.6 Editing 35 3.7 Recommended Textbook 36 3.8 APA Referencing 36 4.0 Guidelines for Examinations 4.1 QRC Guidelines for Oral Presentations 36 4.2 QRC Examination Protocols 37 5.0 Overview: Individual Course Components (Papers) 5.1 Diploma of Hospitality Management papers 38 5.2 Diploma of Adventure Tourism Management papers 43

6.0 Appendices 48

Version 1


QRC Management and Administration Staff

Charlie Phillips Chief Executive 03 441 1690 Ext 810 [email protected] Jacqui McLean Academic Director 03 409 0500 Ext 802 [email protected] Lynsey Bullock Student Services Manager 409 0500 Ext 808 [email protected] Angela Juergensen Quality Assurance Coordinator 03 441 0257 Ext 811 [email protected] Jackie Huskins Reception 03 409 0500 Ext 800 [email protected] Kay Young Admissions Officer 03 409 0500 Ext 9022 [email protected] Sean Fitzgerald Assistant Accountant 0800 441 114 [email protected] Fabiola Letieri Resit Coordinator 03 409 0500 Ext 816 [email protected] Stephanie Bouillon HM - Internship Manager 03 409 0500 Ext 804 [email protected] Jil Leydon ATM -- Internship Manager 03 409 0500 Ext 809 [email protected] Duncan Sadleir International Recruitment Manager 0800 441 114 [email protected] Robyn Clarke College Administration

[email protected]

Lisa St John Recruitment Enquiry Manager [email protected]

Kim Coombs Academic Administrator [email protected]

mailto:[email protected]










Version 1


Programme Leader

Hospitality Management and Adventure Tourism Management The role of the Programme Leader is to help, monitor and maintain your PE score and to advise you on any issues you may have concerning managing your studies, work life balance, classroom activity and your professional development. You will have up to 3 to 4 meetings a term with your Programme Leader as a class however you can make an appointment to meet individually if required. Kirsty Dugdale [email protected]

Version 1


Diploma of Hospitality Management

Qualification

Upon successful completion of the programme, students are awarded the QRC Diploma of Hotel Management.

Aims

The programme aims to develop the knowledge, skills and competencies required for work and/or further study and progression in the international hospitality industry at supervisory level.

Diploma Outcome Statement

On successful completion of the Diploma students will have a comprehensive foundation for a career in the hospitality industry and/or for further education within the hospitality sector and will be equipped to perform as immediate operators at supervisory level in the hospitality workplace.

Programme Completion Requirements

A student will qualify for the award of the QRC Diploma of Hotel Management upon completion of the following programme requirement within 5 years of the date of enrolment:

• Achievements of grades not lower than 50% for all papers in the Diploma. Fail grades must be amended by paper or

assessment retake (refer section 2.6).

• Achievement of a pass result for the industry training programme (internship).

• Achievement of a (minimum) satisfactory result for professional excellence (refer section 1.0).

• Fulfilment of all financial obligations to the College.

• Successful completion of all competency units/shifts/community hours required for the programme.

Elective Streams

Event Management Wine Studies

Elective papers are offered in terms two and five based on demand and subject to student numbers. During week one of term one, all students will complete two lessons of each elective. After completion of the trial week, students are required to choose one elective, which will be completed for the duration of their studies.

Version 1


QRC Diploma of Hospitality Management Course, Paper Outline

Paper # Paper Title Level Year 1 - Term 1

716.411A Food, Beverage & Bar Service 4

716.411B Food, Beverage & Bar Service 4

716.501 Tourism Fundamentals 5

716.502 Information Technology 5

716.503 Business Research & Communications 5

716.504 Cultural Intelligence 5

716.511 Hospitality Regulations 5

Year 1 - Term 2

716.412 Food Production 4

716.505 Business Accounting & Analysis 5

716.506 Marketing 5

716.512 Contemporary Food & Beverage Management 5

716.513 Hotel Operations 5

716.521 Hospitality Elective 1: Wine 5

716.531 Hospitality Elective 1: Events 5

Internships - Term 3 & 4

716.507 Internship A 5

716.508 Internship B 5

Year 2 - Term 5

716.601 Business Development 6

716.602 Leadership 6

716.611 Rooms Division Management 6

716.612 Hospitality Operations and Cost Control 6

716.622 Hospitality Elective 2: Wine 6

716.632 Hospitality Elective 2: Events 6

Year 2 - Term 6

716.603 Law 6

716.604 Human Resources Management 6

716.605 Economics 6

716.606 Managerial Accounting 6

716.607 Sales and marketing 6

716.608 Capstone – Hotel Strategy – Simulation 6

Version 1

QRC Programme Handbook

10

Diploma of Adventure Tourism Management

Qualification

Upon successful completion of the course, students are awarded the QRC Diploma of Adventure Tourism Management.

Aims

The programme aims to develop the knowledge, skills and competencies required for work and/or further study and progression in the international Adventure Tourism Industry at supervisory level.

Programme Outcome Statement

On successful completion of the diploma, students will have a comprehensive foundation for a career in the Adventure Tourism Industry and/or for further education within the tourism sector and will be equipped to perform as immediate operators at supervisory level in the workplace.

Programme Completion Requirements

The Award of the Diploma of Adventure Tourism Management

A student will qualify for the award of the QRC Diploma of Adventure Tourism Management upon completion of the following programme requirements within 5 years of the date of enrolment:

• Achievements of grades not lower than 50% for all papers in the diploma. Fail grades must be amended by subject or assessment retake (Refer section 2.7).

• Achievement of a pass result for the industry training programme. (Internship)

• Achievement of a (minimum) satisfactory result for Professional Excellence (refer section 1.0)

• Fulfilment of all financial obligations to the College.

• Successful completion of all competency units/shifts/community hours required for the programme.

Version 1


11

QRC Diploma of Adventure Tourism Management, Paper Outline

Paper # Paper Title Level

Term 1

816.501 Tourism Fundamentals 5

816.502 Information Technology 5

816.503 Business Research & Communications 5

816.504 Cultural Intelligence 5

816.411 Customer Service Management 4

816.412 Comprehensive First Aid/PHEC 4

816.413 Tourism Operations 4

Term 2

816.505 Business Accounting & Analysis 5

816.506 Marketing 5

816.511 Adventure Tourism Interpretation 5

816.512 Adventure Tourism Event Planning 5

816.513 Operation and Risk Management 5

Term 3 & 4

816.507 Industry Internship A 4

816.508 Industry Internship B 4

Term 5

816.601 Business Development 6

816.602 Leadership 6

816.611 Consumer Behaviour and Destination Management 6

816.612 Sustainable Tourism Development 6

816.613 Tourism Futures 6

Term 6

816.603 Law 6

816.604 Human Resource Management 6

816.505 Economics 6

816.606 Managerial Accounting 6

816.607 Sales and Marketing 6

816.608 Capstone – Tourism Strategy – Simulation 6

Study Support

Version 1


12

Community Contribution Scheme

The Community Contribution Scheme (CCS) has been developed to encourage and acknowledge voluntary participation within the College and local community. The scheme acknowledges voluntary contribution by students on their academic transcript at the end of years 1 & 2. The final rating will appear on the student’s final academic transcript. Each student must complete a minimum of 10 hours prior to completion of the diploma. Levels of Acknowledgement All students’ transcripts will display a rating of their contribution for both academic terms year one and two. The rating is based on the number of hours contributed.

Community Contribution Result Comment

0-9hrs Minimum hours not achieved

10hrs Minimum hours achieved

10hrs + Minimum hours exceeded - Outstanding

The rating will appear on the Academic transcript as a footnote beneath the Professional Excellence rating. Below is an example: Community Contribution (Month) 2016 19hrs: Achieved Approved Contribution The following activities could be considered approved College/Community Contribution activities:

• Participating as a Student Representative Council member in all scheduled meetings.

• Participation in voluntary College or community activities as approved by the College.

• Participation at QRC Lodge for voluntary work. Managing the Community Contribution Scheme Students must have their contribution activity approved by the Student Services Manager prior to the event in order for their hours to be recorded. Please note that students can only attain 8 hours of community service from one provider unless prior approval has been granted by the Academic Director or Student Services Manager. As part of the community contribution scheme all students will be required to [participate in at least 2 QRC events. These may consist of but are not limited to: career week, welcome functions, leavers dinner, graduation plus any other college related activities. Students are required to complete 1 event in year one and 1 event in year two.

Version 1


13

1.0 Professional Excellence System

1.1 Overview

Tertiary-level students are expected to behave responsibly. At no time will QRC condone any actions or activities that might compromise the safety of you, other students, staff or the property of the College or local community. Serious misconduct may result in dismissal or suspension from the College. This handbook, student support personnel, other office staff, tutors and the orientation programme will collectively inform you of QRC expectations and clearly outline what is considered appropriate student behaviour. One of the aims of the College is to produce prospective employees who are highly sought after by the tourism and hospitality industry, not only for their skills but also their consummate professionalism. These standards have been consistently highlighted by our Industry Advisory Board. Accordingly, the College demands the highest standards of personal and professional excellence from all its students. The Professional Excellence (PE) system has been developed to encourage students to achieve the level of professionalism expected by the industry. The PE system operates for the on-campus terms in the Diploma. The aspects of a student’s performance which are indicative of a high degree of professionalism and which are assessed under the PE System include:

• Regular class attendance

• Punctuality

• Courtesy and professionalism

• Excellent grooming and personal appearance

• Cleanliness

• Honesty

• Cooperation and helpfulness

• Team spirit

• Respect for others

• Respect for the College community and environment

Students commence each term with the maximum score of 100 PE points. Ideally, the student will maintain this score throughout the term by demonstrating a high level of professionalism.

Note: In year 2 each student is awarded 100 PE Points for the duration of terms 5 & 6. There is an expectation that senior students having completed Internship will maintain their PE points in line with industry expectations.

Any incidents of unprofessional behaviour or behaviour that breaches College guidelines will be reported to the Programme Leader and may incur a loss of PE points or suspension.

Points will be deducted at the discretion of the Programme Leader after due consideration of the relevant circumstances.

At any time during the term, a student whose PE points total comes close to the warning mark of 85 points, or who repeatedly fails in the same areas is required to seek counselling from the Programme Leader. Appropriate measures to remedy any behavioural circumstances and improve the student’s professional conduct will be discussed.

Version 1


14

1.2 Table of PE Demerits

The Programme Leader uses the following table as a guide to demerits

Misconduct

Points Deduction

Absence – unexplained or unacceptable 3

Absence from shift – unexplained or unacceptable 5

Punctuality - Lateness to appointed times (classes, shifts, other College arrangements) 2

Unprofessional classroom behaviour 1

Grooming - Poor grooming/unprofessional appearance 1

Note: Any unprofessional behaviour will be dealt with by the Programme Leader and points deducted will range from 1 to 10 depending on the circumstances. Serious misconduct (theft, serious abuse of property or personnel, serious criminal activity, including breaking social media rules and regulations, etc.) falls under the Serious Misconduct regulations, not Professional Excellence System (see section 1.9)

1.3 Grooming Standards

The College has adopted a grooming standard which reflects the highest professional industry standards as endorsed by our Industry Advisory Board (August 2017). The following section outlines the general requirements and expectations of the College.

The College reserves the right to judge whether specific grooming issues not addressed in these guidelines are acceptable or not.

Students are required at all times to follow these guidelines in grooming, and also to follow the spirit of excellence in personal appearance that they articulate. Mufti Day Dress Code Policy Queenstown Resort College has implemented a dress code policy for ‘Mufti’ days. The purpose of the Mufti Day is to provide students with an opportunity to dryclean their uniform 3 times per term. This is to encourage a high level of personal presentation on campus which is an expectation of the Professional Excellence guidelines. Students are not required to wear formal business attire on scheduled ‘Mufti days’ however appropriate standards of professionalism must be followed. Students are to maintain a clean and neat appearance at all times, dressing in a manner appropriate for the college and that comply with Health and Safety regulations where and when required.

• No apparel (jeans, shorts, skirts, tops) with holes, rips or tears

• No jandals/flip flops

• No hats or caps in classroom

• No revealing clothing exposing your back, chest, stomach, naval ie: crop tops

• No short skirts or shorts of inappropriate length

• No items adorned with language or images that may be considered offensive or culturally insensitive

Students are expected to comply with this policy for all scheduled mufti days, maintaining an appropriate image when they are at College and/or representing QRC. Failure to adhere to this policy may result in a student being sent home to change which could result in a loss of PE points due to lateness. Students have the option of wearing their uniform on mufti days if they choose to. Uniforms can be left at reception 1 day prior but no later than 9.00am on the scheduled mufti day. Same day drycleaning is offered to students at a 50% discounted rate, please see reception for prices and forms for drycleaning. Drycleaning is returned to QRC reception after 4.00pm for collection.

Version 1


15

Diploma of Hospitality Management

Business Attire is to be worn: • While in class, or at QRC house including the cafe; Note the suit jacket can only be removed once in the class room • On duty or activities associated with the Course, i.e.: familiarisation visits and community service events. • During open days; • At any other time that Management deems necessary;

Note: within a hotel, back-of-house refers to the areas where employees do not come into contact with guests and so dress standards are more relaxed. At QRC, this applies to the classrooms only. All other areas of the College are deemed “front of house” – i.e., there may be members of the public present, and the highest presentation standards of students is expected. Business attire for shifts, placements and community hours are to be worn as directed by individual businesses.

Students must also maintain the highest standards of grooming and cleanliness and in particular are expected to adhere to the following criteria:

Note: If any items of business attire fall into disrepair it will be required to be replaced immediately. Additional items of corporate wear can be purchased through the QRC library. Please note this will be at students’ own expense.

Kitchen and Housekeeping Uniforms Uniforms for kitchen and housekeeping duty will be required at different times in each term of study. Kitchen uniforms are issued to students as well as a housekeeping t-shirt. Some hotels will supply a housekeeping uniform for you to use. When required, they can be checked-out from the laundry and must be returned to the laundry for cleaning on the date advised by the Head of Housekeeping. Note no nail polish/varnish is acceptable when in the kitchen or F&B classes/shifts.

Females:

• All business skirts must be knee length and be issued from QRC.

• Stockings must be worn when wearing a skirt and be natural colored or black. A thicker denier is recommended for winter months.

• Ensure your business attire is always clean, well ironed and worn correctly with no stains, holes, or buttons missing.

• Black, brightly colored print and obvious lace-patterned undergarments are not acceptable.

• Name badges must be worn on the left lapel of the jacket and cared for (shiny and unscratched). Pins should be in line with the name badge.

• College pins must be worn on the right lapel of the jacket.

• Only black scarves, hats and beanies are to be worn with your QRC business attire and must be removed once inside QRC house, including classrooms and the Café.

• Head scarves are to be black only (used for cultural, religious or medical reasons).

• Cultural jewelry is acceptable but must be worn under uniform.

• Make up should be simple and natural. (In many hotels make-up is actually an essential part of the uniform and large department stores have professionally trained make-up consultants who will be happy to show you how to apply make-up to present a professional image. Advise the make-up consultant that the look is for work and should be simple and natural).

• Use perfumes sparingly to smell clean and fresh. Avoid overpowering musk perfumes.

• Bright colored nail polish is not permitted; however, natural tones such as French polish, nude or flesh can be worn in Terms 5 and 6 only. Fingernails should be clean and trimmed to a reasonable length.

• Only one small earring, plain stud or sleeper is to be worn per ear (on the ear lobe only). Wear gold, diamond, pearl or silver studs no larger than 10mm in diameter.

• Only one very fine short gold or silver necklace may be worn.

• One plain bracelet in gold, silver, diamond or pearl may be worn (maximum width 10mm).

• Females will be required to remove any item of jewellery considered inappropriate, unsuitable or excessive.

• A maximum of two conservative rings per hand. No rings on thumb or index fingers. No jewelry, including watches, is allowed in the kitchen.

• QRC scarf or tie must be worn at all times when in uniform.

Version 1


16

• Male and Female shoulder-length hair should be fully tied back (no pig tails). All hair accessories are to be suited to match natural tones of the hair. Hair is to be fully tied at the back of the head (not on top).

• No excessive hair accessories are permitted.

• Female hairstyles and colour must be conservative, worn off the face, clean and neat. Hair colour must be a "natural colour", defined as one that could be grown naturally, though not necessarily the natural colour.

• Sunglasses are to be removed when inside of QRC house and café.

• Footwear needs to be plain, black leather, non-slip court shoes with a rounded toe, (boots are not permitted, however flats are acceptable). A higher cut court shoe or single strap across the arch of the foot is acceptable, however, there should be no decorations of any kind, including bows, coloured stitching or decorative buckles. For safety reasons, heels must not exceed two inches (five centimeters), and may not be wedge heels, foam rubber heels or platforms. No suede, patent leather or elastic fabrics allowed.

• Shoes must be leather, in good repair, clean, comfortable and well-polished at all times.

• Business socks are to be plain black when wearing trousers.

• No socks to be worn under stockings.

• There are limitations with headphones in business attire. They can be used in the classroom/café between breaks or when the tutors give permission in class. Headphones must be used discreetly at all times.

• Visible body piercing is not acceptable (including facial area and tongue).

• Tattoos are to be covered and never visible when in business attire.

• Shower daily and use deodorant.

• Over coats, puffer jackets etc. outside of the College business suit are to be removed inside any college building, including classrooms.

• Smoking is not permitted in chef’s attire.

• Hand held personal devices must be on silent/switched off and concealed at all times whilst in a classroom environment.

Males:

• Beards or moustaches must appear to be fully grown, neat and trimmed. However, students should be aware that the grooming standards of the majority of hotels in New Zealand stipulate that males must be clean-shaven and without facial hair. Those choosing to have facial hair may negatively affect their chances of securing a position in New Zealand for industry training. Sideburns must not extend beyond the earlobe nor may they be flared in a “mutton chop” style.

• One conservative ring is acceptable as is one plain small stud in the ear lobe. No earrings (other than stud) or other visible jewelry to be worn with uniform. No rings on thumb or index fingers. No jewelry, including watches, is allowed in the kitchen.

• Males will be required to remove any item of jewellery considered inappropriate, unsuitable or excessive.

• Hair must be conventional and neatly trimmed to above the collar. Male hair colour must be a "natural colour", defined as one that could be grown naturally, though not necessarily the natural colour. “Wet look” is not acceptable.

• Ensure that your business attire is always clean, well ironed and worn correctly with no stains, holes, or buttons missing.

• Black woolen scarves may be worn during winter only. You may not wear a scarf inside any College building, including classrooms.

• Only black belts may be worn.

• Name badges must be worn on the left lapel of the jacket and cared for (shiny and unscratched). Pins should be in line with the name badge.

• College pins must be worn on the right lapel of the jacket.

• Visible body piercing is not acceptable (including facial area and tongue).

• Tattoos are to be covered and never visible when in business attire.

• Footwear must be in good repair, clean, comfortable and well-polished at all times.

• Shoes are to be plain, black-laced, leather business shoes or business style slip on with non-slip soles. There should be no decorations of any kind with the exception of ‘brogue’ style business shoes. Ankle boots are not permitted, nor are buckles, excessively pointed toes, coloured stitching (such as on Doc Martins) or slip on. Plain black business socks only to be worn.

• There are limitations with headphones in uniform. They can be used in the classroom/café between breaks or when the tutors give permission in class. Headphones must be used discreetly at all times.

• Fingernails should be clean and trimmed and nail polish/varnish is not acceptable at any time.

• Shower daily and use deodorant.

Version 1


17

• Over coats, puffer jackets etc. outside of the College business attire are to be removed inside any college building, including classrooms.

• Smoking is only permitted outside the front of QRC house near the picnic benches. You are not permitted to smoke anywhere else around the outside or inside of the building.

• Smoking is not permitted in chef’s attire.

• Handheld personal devices must be on silent/switched off and concealed at all times whilst in a classroom environment.

Additional items of corporate wear can be purchased through the Academic Administrator at students own expense.

Diploma of Adventure Tourism Management

Uniforms are to be worn: • While in class, or at QRC house including in the Cafe • On duty or activities associated with the Course, i.e.: familiarisation visits and community service events. • During open days; • At any other time that the Management deems necessary;

• Students may be required to remove/change any item of uniform/jewellery/footwear considered inappropriate by management;

Students must also maintain the highest industry standards of grooming and cleanliness and are expected to adhere to the following minimum criteria:

• Ensure that only QRC corporate uniforms are worn. • If uniform falls into disrepair, it will need to be replaced immediately. • Ensure that your QRC corporate wear is always clean, well ironed and worn correctly with no stains, holes, or

buttons missing. • Name badge must be visible and worn on the left hand side of the jacket (above or below the QRC logo) or shirt

and cared for (shiny and unscratched). • QRC red college pin must be worn above the Ambassador pin on the right hand side of the jacket or shirt and

cared for (shiny and unscratched). Pins should be in line with the name badge. • Footwear must be all black (including soles), clean, comfortable and in good repair at all times; no jandals/high

tops/boots. Branding is allowed provided it is all black. Students may be required to change any footwear deemed unsuitable.

• Plain black business socks only to be worn with no branding visible. • Head scarves are to be black only (used for cultural, religious or medical reasons). • Jackets outside of the QRC corporate wear are to be removed inside QRC house including classrooms and the Cafe. • Only black scarves, hats and beanies are to be worn with your QRC uniform and must be removed once inside QRC

house, including classrooms and the Café. • Make-up should be simple and natural. Use perfumes sparingly to smell clean and fresh. Avoid overpowering

musk perfumes. • No bright coloured nail polish is permitted, however, natural tones such as French polish, nude and flesh can be

worn. Fingernails should be clean and trimmed to a reasonable length. • A maximum of two conservative rings per hand. No rings on thumb or index fingers. • One small earring, small plain stud or small sleeper only per ear (on the lobe only). Wear gold, diamond, pearl or

silver studs no larger than 10mm in diameter. • Only one very fine short gold or silver necklace may be worn. • One plain bracelet or bangle in gold, silver diamond or Pearl (max width 10mm). • Cultural jewelry is acceptable but must be worn under uniform. • Shoulder-length hair should be fully tied back (no pig tails). Any hair accessories are to be suited to match natural

tones of the hair. Hair is to be fully tied at the back of the head (not on top). • Female Hairstyles and colour must be conservative, worn off the face, clean and neat. Hair colour must be a

"natural colour", defined as one that could be grown naturally though not necessarily the natural colour. • No excessive hair accessories are permitted. • Sunglasses are to be removed when inside QRC house and café.

Version 1


18

• Male beards or moustaches must appear to be fully grown, neat and trimmed. Sideburns must not extend beyond the earlobe nor may they be flared in a “mutton chop” style.

• Only black belts may be worn. • Males - Fingernails should be clean, tidy and trimmed and nail polish is not acceptable. • Shower daily. • Deodorant should be used to help remain fresh throughout the day. • There are limitations with headphones in uniform. They can be used in the classroom/Café between breaks or

when the tutors give permission in class. Headphones must be used discreetly at all times. • Visible body piercing is not acceptable (including the tongue and facial area). • Tattoos are to be covered and never visible when in college attire. • It is prohibited to wear your QRC uniform in social situations outside of the college (ie: in bars and restaurants)

unless you are specifically invited to attend a company event where uniform is required. • Smoking in only permitted outside the front of QRC house near the picnic benches. You are not permitted to

smoke anywhere else around the outside or inside the building. • Hand held personal devices must be on silent/switched off and concealed at all times whilst in a classroom

environment. Additional items of corporate wear can be purchased through the Academic Administrator at students own expense.

1.4 Tikanga

Increased awareness of Maori culture and to help avoid confusion or uncomfortable moments when people may be unsure of what to do. The basic principles underpinning the tikanga noted below are common throughout New Zealand. However, different iwi (tribes), hapu (sub tribes) and marae (Maori community meeting places) may have their own variations. Heads Avoid touching another person’s head, unless invited. Maori people regard the head as very tapu (sacred). Hats Avoid putting hats on food tables. Why? This is linked to the idea that heads are tapu so anything that relates to heads, like pillows or hats should also be treated carefully. (See ‘Food’ below). Food Avoid passing food over anybody’s head. Why? There are many Maori rituals and practices relating to food. In a teaching and learning context, it is common for Maori to share food as a means of welcoming people, celebrating success or building rapport. However, another important function of food is to remove tapu so it needs to be handled carefully around things that are considered to be tapu. Tables and bags Avoid sitting on tables, particularly tables with food on them or those likely to have food on them at any point. Avoid putting bags on tables. Instead place them on the floor or a chair. Why? Putting your bottom or carry bag on the table is perceived to be unhygienic. Not sitting on tables is also linked to Maori beliefs about the tapu nature of bodily wastes and the need to keep them separate from food. Speaking Avoid entering and crossing a room while someone in authority is addressing an audience. To avoid offence, either wait quietly by the door until there is a break in the dialogue or, when that is not appropriate, enter as discretely as possible. Try not to walk directly in front of the speaker or, if you cannot avoid it, crouch down as you pass as a sign of respect. Why? Traditionally Maori society is very hierarchical and crossing in front of a more ‘senior’ person is considered rude.

Version 1


19

Stepping Avoid stepping over people, even in crowded teaching spaces when you are over people trying to find a suitable seat. Ask the person to draw their legs in first, or find another route. Why? From a Maori cultural perspective, it is considered offensive for a woman to step over a man.

1.5 Attendance Regulations

These regulations are intended to reflect common workplace practices, while acknowledging that students are in transition between learning and work environments.

100% attendance per paper is expected for every class/shift/activity connected with the Diploma and QRC. All absences and lateness must be reported prior to the start of class. As you would for an employer, all and every absence or lateness must be explained by phone, text or email to the College. If you are scheduled to be on a shift then you are required to notify the hotel and your tutor at least 2 hours prior to the start of your shift which is in line with industry expectations and as a matter of courtesy.

• For College absences: Call 0800 441 114/ 03 409 0500. Alternatively you may email [email protected]

• For shift absences – use the hotel/restaurant number provided to you. You MUST contact the Hotel/restaurant and your tutor.

• The third class absence per paper will result in PE points been deducted whether the College has been notified or not.

• This also applies to lateness where two late emails will be accepted; after this, each time the student is late 2 PE points will be deducted. Any student who arrives to class later than 30 minutes will be recorded as absent.

Please note that if you are absent from class it is your responsibility to make sure you find out what was covered in class. Your scheme of work and moodle provide an outline of all topics that are covered in class. If you require further information please contact your tutor. For any leave requests students must submit a Student Leave Request form (in library or the appendices in this handbook), 5 days prior to the leave taking place except in extenuating circumstances. The Programme Leader will inform the student by email within 48 hours of the outcome. Please note leave may incur a loss of PE points. Attendance below 90% per paper will incur Professional Excellence demerit points, unless due to exceptional circumstances agreed to by the Academic Director.

1.6 Failing the PE System

At any time during the term, a student who has PE points down to 85 or less will receive a verbal warning and could lead to suspension from the College should points continue to fall.

A student who is suspended for PE failure has the right to appeal as follows:

• The student must write a letter of appeal to the Programme Committee stating the reasons for the request;

• This letter must be submitted to the Programme Leader within 48 hours of the student receiving notification of suspension;

• Within two working days of receiving the student’s letter, the Academic Director will convene with Senior Management to review the appeal, and may request the student to attend an interview;

• The Academic Director will advise the student of the decision reached by Senior Management within 48 hours of the meeting;

• If the student’s appeal is unsuccessful, then a minimum one-year suspension from the College will be effective immediately;

• If the student’s appeal is successful the student will be reinstated provided they meet criteria specified by the Academic Director &/or Senior management;

Version 1


20

• If the student’s appeal is successful, yet by the end of the term, the student has not demonstrated significant improvement and ‘has not met’ in relation to their professional excellence requirements, the one-year suspension from College may be reinstated, at the discretion of the Academic Director.

The Programme Leader will provide more details on the PE System during Orientation in week one. You may approach your Programme Leaders if you have any further questions on the PE system. They will endeavour to help you with your PE and ensure it remains at a high standard throughout the term.

1.7 Tracking and Recording PE Points

The tutor will advise the student at the time when they intend to deduct PE points, and record the reason on the class log. The Programme Leader will oversee the recording of the points on the online PE System on a weekly basis.

Students may access the PE System via online via Onedrive. The student will be able to view only their own points. If a student has any queries at this stage, they should contact the Programme Leader. Students are required to take responsibility for managing their PE score while at the College. To achieve this, students must:

• Regularly view their e-mail account as well as check the PE statement online;

• Act upon any requests made by the Academic Director in PE related e-mails, within 48 hours of receipt;

• Inform the Programme Leader within 48 hours or personally, by appointment, if they cannot view their PE statement online or log in to their e-mail account;

• Submit a request for review within 48 hours;

• Regularly refer to the PE related misconduct section, viewable in the PE online system. PE points are recorded on the Academic Transcript. This is a permanent record so do be aware of this.

91-100: Excellent: the transcript will state “Has exceeded the Professional Excellence requirements”. 80-90: Very good: the transcript will state “Has met the Professional Excellence requirements”. 70-79: Poor/unacceptable: the transcript will state “Has just met the Professional Excellence

requirements”. 69 and below: Fail: the transcript will state “Has not met the Professional Excellence requirements”.

1.8 Regaining PE Points Lost

Students who wish to regain points lost through the PE system can do so through the following method:

• Students who wish to regain points through the PE system can do so through the following method: For every hour of approved Community Service (CS) provided you have achieved the 10 compulsory hours required, students have the opportunity to earn back 1 PE point per hour. These points will be added to the students PE points each week where appropriate. Additional community service hours can be used to regain PE points within the term they are earned.

• Students whose points have fallen between 70 and 79 can earn points back to a value of no more than 91 within the term.

• Students who fall below 69 can earn points to a value of no more than 80 within the term, only through approval by the Programme Leaders.

• Community service needs to be approved by the Student Services Manager prior to completion of the service. Not afterwards.

• Written proof of community service hours to be submitted to the Student Services Manager.

Version 1


21

1.9 Professional Excellence (PE) Discipline Procedures

QRC Professional Excellence Discipline Procedures (All students start on 100 points per term)

Version 1


22

1.10 Academic Misconduct Procedures (refer to 2.11)

Version 1


23

2.0 Academic Regulations

2.1 Assessment

Assessment is the way that we determine whether students have met the learning outcomes of the paper or not. Assessment usually occurs through:

• Demonstration or performance of skills,

• Oral presentations, interviews, reports or seminars,

• Written industry documentation, research assessments, essays or reports,

• Controlled assessment (exams). Formative assessment does not count towards a final grade. It is designed to help students with their knowledge and understanding of the course material, and to provide feedback opportunities for the student and tutor.

Summative assessment counts towards a final grade and is designed to test knowledge, skills and understanding of course content.

Accelerated assessment is available in some circumstances where students have verifiable and equivalent prior learning, achievement, or experience (see 2.13 Accelerated Assessment).

Moderation: At QRC, all assessment activities in every paper are 100% moderated (to ensure that assessment is fair, valid and consistent) prior to be given out to students, and post marking.

Assessment requirements vary from paper to paper. Students should check paper or programme information or study instructions very carefully.

It is important that students are aware of assessment deadlines. Students are advised to add the due dates of assessments and examinations to a list of important dates in their diary. Please refer to 3.1 Submission of Assessment for guideline on submission of assessments.

2.2 Exam Protocols

Students will not be permitted to enter the room any later than 20 minutes after the exam start time including reading time. If students arrive after this time the will need to report to the reception as directed by the invigilator. Students cannot leave the examination until one hour of time has elapsed.

2.3 Assessment Strategies

Much of the Hospitality Management course is focused on self-directed learning, and as such, many of the assessment practices are geared towards individual assessment during the term. Assessment may take the form of an in-class activity, out of class individual self-directed assessments, oral presentations and controlled exams. The student is strongly encouraged to undertake self-study and research in paper topics outside of class time.

2.4 Study Support

Study Support is here to guide you through your tertiary journey while at QRC. Together with your teachers we want to encourage you to become industry professionals and to ensure you have a wide variety of skills required to succeed in the industry. You can use Study Support as a ‘sounding board’ for your ideas on reports, presentations, interviews, essays, CV’s and seminars. We are also able to offer help with:

Version 1


24

• Support on how to improve your editing and proofreading skills

• professional and industry standard communication – written and oral

• Time management skills

• Curriculum vitae and cover letter tips

• Recommendations on how to provide the WOW factor in your assessment tasks. Scheduled Study Support Classes:

• Timetabled class

2.5 Extension of Assessment Deadlines (excluding one-off tests/exams/quizzes)

Students must demonstrate that every effort has been made to submit work by any specified deadlines. However, we realise that because of illness or other sustained interruption to study, students will sometimes be unable to meet a deadline.

As soon as this becomes apparent and before the due date has passed, students must formally apply for an extension to a deadline, no later than 48 hours prior to the assessment due date, on the Request for Extension of Assessment/Project form (the form is in the appendices at the back of this handbook) or in some circumstances upon return to college.

The Programme Leader approves or declines the application. Documentary or other verifiable evidence may be required.

Should QRC be closed due to adverse weather conditions and an assessment is due that day, the assessment must be submitted electronically to the tutor by 5.00pm on the due date and request a response to your email to ensure successful delivery. A hard copy is also to be submitted by 9.00am on the day the College is reopened to avoid any late penalty. If the assessment is submitted via Turnitin the due date stays the same.

2.6 Assessment Submissions: Lateness Penalties

Late assessments will attract the following penalties:

Days Overdue

Penalty deduction from overall grade total

Maximum achievable result

One 10% 90%

Two 20% 80%

Three 30% 70%

Four 40% 60%

Five 50% 50%

Six or more Automatic assessment failure 0%

2.7 Keeping a Copy of Your Work - Back up your files

It is the responsibility of students to keep a copy of any work sent for marking. We recommend the use of skydrive/onedrive/googledocs/dropbox/iCloud as suitable options to secure your work as well as USB memory sticks and external hard drives.

When assessments are returned, students should keep the marked copy of the work for six months after paper completion.

Final exams or exams, tests and assessments worth 40% or more of the paper will be retained by the College for six months after paper completion. Students may apply to view the exam or assessment through the Academic Director

2.8 Controlled assessment

Absence from one-off scheduled tests or exams will incur a zero mark for that assessment, unless a medical certificate or other formal permission has been approved through the Programme Leader.

Version 1


25

If an authentic alternative test or exam occasion can be offered, and permission is granted by the Programme Leader, the student may sit the controlled assessment. The student must apply for this on the Request for Alternative Controlled Assessment form (found in the appendices at the back of this handbook, on Moodle or in the library), within 48 hours of returning to college. Should a student obtain approval for an alternative controlled assessment time this will be scheduled to take place during exam week (unless prior approval from the Programme Leader has been given).

Authentic means that the student has not received any assistance from students who have already sat the controlled assessment and results of the controlled assessment have not yet been returned to other students; and/or another version of the controlled assessment is to be used.

2.9 Re-sitting Assessments

Where a student has not achieved the 50% overall pass grade in a paper, the options which may be offered to the student by the Academic Director are as follows:

1. Full Resit: students have the opportunity to re-enrol in a paper for the next time it is available or at other times during the Diploma programme (timing dependant on paper availability or as directed by the Resit Coordinator. Full paper fees apply. For any final grade under 41%, a full resit will apply.

2. Partial Resit: students may have the opportunity to resit a controlled assessment/s (test or examination) at a cost of

$150.00 (timing dependant on paper availability or as directed by the Resit Coordinator. Students undertake their own self-study of the resit assessment. Students must gain at least 50% or higher for the resit task in order to pass the paper. The highest final grade mark available for the paper, through this process is the 50% pass mark.

3. Resubmission of an assessment task: the student may have the opportunity to resubmit a component or specified

assessment activity during the delivery of the paper- unless the weighting is 30% or more (not controlled activities such as tests or exams). This is at the discretion of the Academic Director, to be completed in the student’s own time, and submitted per an agreed submission process. The highest mark available through this process is the 50% pass mark. An administration and marking fee of up to $150.00 per assessment component will apply.

Students must notify the Resit Coordinator; (either by email or in person) Fabiola Letieri ([email protected]) if they would like to complete any resits. Enrolment is subject to availability. Options 2, 3 and 4 are subject to availability of staff and administrative capability, and are at the discretion of the Academic Director, who may also take into account the student’s:

• Satisfactory Professional Excellence record, especially class attendance

• Previous resit history

• Achievement history in the assessments in the paper - likelihood of successful achievement through self-study only will be gauged

If a student does not take up a resit or resubmission opportunity offered, or fails the resit, (2 attempts only are permitted for a partial resit, if the result is still a fail a full resit will apply) then the original mark and grade for the paper stands. Full re-enrolment for the paper would then be required at a later date. Note: All resit students are required to wear full QRC uniform or equivalent work attire to all resit classes. Please note that the PE system applies to all resit students.

Version 1


26

2.10 Resit Flowchart

Version 1


27

2.11 Special Assessment Conditions

Where a student wishes to access special assessment conditions due to impairment, illness, injury or learning disability, QRC must be supplied with a current medical certificate or other appropriate document that establishes the nature of the significant barrier that may impact on the applicant’s ability to complete assessments without the special assessment conditions applied for. Application for consideration of special assessment conditions must be made to the Student Services Manager, within the first two weeks of the start of a programme or paper, unless due to a subsequent event (e.g. accident). Approval is at the discretion of the Student Services Manager.

Special assessment conditions which may be approved are:

• Time Allowance: extra time (15m per hour) may be granted for examination sessions and, under exceptional circumstances, assessments deadlines.

• Modifications to Examination or Test Requirements: Written exams/tests may be approved for modification, such as enlarging the font size, provision for oral responses, etc.

▪ Use of Equipment or Resources: Use of computers, dictionaries, or other aids may be permitted for candidates who have difficulty with reading or writing, if this is the usual method of communication. Approval will not be granted if the request is made on the grounds that a candidate has untidy writing.

▪ Examination Assistant: Assistance by a Reader, Writer or a Reader/Writer may be provided application has been made to the Programme Leader 5 days prior to the exam. Extra time and a separate examination room may also be given to accommodate the reading/writing assistance.

2.12 Assessment in Te Reo (Maori)

The College will permit assessment to occur in Te Reo provided that:

• The student indicates to the Academic Director within two weeks after the start of the paper that they wish to be assessed using Te Reo

• The paper has no other requirements around communication explicitness in English

• The College can assure itself and the student that the assessment material can be written and marked in Te Reo to the same standard as all other assessments in the paper

2.13 Aegrotat

You may apply for an aegrotat grade if:

• You are prevented from attending an assessment occasion due to illness, injury, trauma or personal bereavement.

• You believe your performance in an assessment has been seriously impaired for one of the above reasons.

The aegrotat process is not available for:

• Students who have previously been unsuccessful in an assessment and have applied for an assessment re-sit

• Students who have previously been unsuccessful in a re-sit application for that paper

• Coursework assessments worth less than 15% of the total weighting of the paper

Application must be made in person to the Academic Director no later than ten working days after the assessment was held. The student may be asked to provide documentary evidence. Consideration will be given to the applicant’s:

• Professional excellence record, especially class attendance

• Previous re-sit history (generally only one re-sit per assessment will be available)

Version 1


28

• Achievement history in the assessments in the paper - likelihood of successful achievement through self-study only

Final approval of an aegrotat grade is made by the Academic Director.

2.14 Assessment Misconduct

Dishonest or improper practice in formal assessments includes:

• Copying from another student.

• Plagiarising a piece of work without acknowledging the source.

• Cheating in controlled formal assessments (tests, quizzes, examinations).

• Extensive inappropriate collaboration on assessments.

Where dishonest or improper practice is suspected, it is referred to both the Quality Assurance Coordinator and the Academic Director who follows the procedures outlined in the relevant section. (Student Handbook under Disciplinary Action)

Academic misconduct, in any form, will result in disciplinary sanctions against the offender. Sanctions may include the assessments of a zero grade for an assessment item, a failing grade (F-grade) for the paper, suspension from the College, or in cases of fraudulent actions, dismissal from the College.

Cheating within a controlled exam/test

• Tutor to speak with student and seek as much information as possible

• Advise student of the seriousness of their actions

• Collect all documented evidence

• Remove student from examination keeping all evidence and examination scripts etc

• Advise Academic Director and tutor to write report on the incident

• Academic Director to seek all information and bring student in for formal meeting

• Discuss consequences and document student responses

• Hold programme committee and where require, ask student to attend

• Take action as required. Should suspension be sought approval from CEO is required

Version 1


29

2.15 Academic Integrity

1. Determining the level of seriousness of any allegation of a breach of academic integrity

QRC shall investigate alleged instances of academic misconduct in a manner which is fair, consistent and transparent.

There are three levels of seriousness, Level 1, Level 2, & Level 3

• Level 1 - A first time instance of academic misconduct where a student’s actions may be regarded as unintentional and/or contributed by a lack of understanding of academic practice. Usually involves the tutor in consultation with the Quality Assurance Coordinator.

• Level 2 – Academic misconduct where a student’s actions are perceived to be intentional and where the student could reasonably be expected to understand academic practice, or any repeat instance of academic misconduct. Level 2 allegations are managed by the Academic Director in consultation with the tutor.

• Level 3 – Academic misconduct where a student’s actions are perceived to be intentional and of an extremely serious nature including instances of falsification or fabrication of data, impersonation and /or purchasing of assessment. A Level 3 breach refers to a serious breach of expected academic integrity standards and requires it to be assessed by the College’s highest academic misconduct authority namely the Academic Director in consultation with the QRC Programme Committee.

Period of suspension from the College

Zero grade for the course

Zero grade for the paper

Zero grade for assessment component

Reduced mark (zero for affected section of work)

Requirement to attend Study Support

Advised to attend Study Support

Written warning to student

Student added to Academic Misconduct Register

Level 3 Academic Director

Level 2 Academic Director

Level 1 Quality Assurance

Coordinator & Teacher

Version 1


30

2.16 Recognition of Prior Learning (RPL)

Applications for RPL must be in writing accompanied by the (non-refundable) application fee per paper and made to the Academic Director at least 6 weeks prior to the paper being offered.

Recognition of Prior Learning is available up to but not exceeding 50% of the diploma programme (excluding internships).

Exemption from industry training (internships) is also available under a separate process which is outlined in the Industry Training Guidelines Handbook.

Students applying for RPL must provide documentary evidence (e.g. academic transcript, record of learning, employer attestation) of the equivalent level of achievement against all specific learning outcomes within a QRC paper. Documentary evidence is the only acceptable form of evidence.

Award of RPL may lead to the student being exempt from attendance at an assessment in the specified paper/s and includes exemption from payment of the paper’s fee and course material costs.

• Exemption incurs no effect on grade point average. Students are advised that they lose the possibility of achieving a higher grade in the paper/s.

• Students are also advised that exemption may affect their eligibility for student loans and allowances.

• An application will be declined if it is deemed not to have merit or relevance to the stated course outcomes.

• The Academic Director will make the decision of award of RPL; the decision is supplied in writing to the applicant.

2.17 Accelerated Assessment

You can apply for accelerated assessment in a paper once delivery of a paper has begun, and within 2 weeks of the commencement of the paper, if you believe you have enough documented evidence to show you have already covered all the Learning Outcomes in the paper in previous study or work.

There is no application fee for accelerated assessment. The process is the same as for RPL, except for the timing of an application (post-enrolment in paper).

Award of accelerated assessment may lead to the student being exempted from attendance and/or assessment in the specified paper but does not result in a refund of the paper’s fees or course costs.

Accelerated assessment may be applied for in addition to the maximum 50% permitted for RPL purposes but only 2 papers above this limit.

2.18 Appeals

If you feel you have not been treated fairly in an assessment, or you dispute the result, you can appeal the assessment decision on the form Request for Review of an Assessment Task (found in the appendices in the back of this handbook or in the library and located in Moodle).

Before you do so, it is a good idea to discuss your concern with the tutor/marker first. If there is no resolution then use the appropriate form and submit this to the Academic Director. The fee for this is $50 and is refundable should your appeal be successful. For any type of assessment the student must lodge an appeal within 7 working days of receiving results and the student/class feedback.

Version 1


31

2.19 Deferral / Withdrawal Process

Students who defer during a term must when they next reenrol commence at the start of the new term unless prior approval has been granted by the Academic Director.

2.20 Adverse weather procedures

In the event of adverse weather conditions (snow), or where there are sufficient health and/or safety risks for students/staff, the following options apply:

1. Option 1: Morning classes postponed and a further update to be notified via the Queenstown Resort College student body facebook page and through Programme Leader and/or QRC Lodge management along with email.

2. Option 2: Classes cancelled, building remains open – attendance is not required. 3. Option 3: College closed – building will be locked.

QRC Facebook page will be updated with the status throughout the day. QRC Lodge will notify all live in students of status. Where possible, students will be notified via email on the status of the College.

2.21 End of term travel arrangements

Students are advised that it is unwise to anticipate end of term travel prior to the Saturday of week 11 (exam week). Make-up classes for closure and postponements may necessitate attendance through to the very end of week 11.

Version 1


32

2.22 Progress from Term 1 and 2 into Internship and Year 1 to Year 2

Internship requirements: Students must pass at least 75% of term one papers before internship will be set up within term two. Overall, students must pass at least 75% of terms one and two papers to be eligible to move onto their internship. All internship requirements within the internship handbook must also be met. Students not meeting the requirements of internship will be required to repeat all resit papers to gain at least 75% pass overall to be eligible for internship placement. Student PE points must be over 80 at the completion of terms 1 and again in term 2. Note: Student internship may be affected should PE points fall below the required standard of 80. Progression from Year 1 to Year 2 A student must pass 75% of the Year 1 papers to be eligible to progress to Year 2. The Academic Director may make discretionary exceptions to this.

2.23 Grading System for Diploma of Hospitality Management

HOSPITALITY MANAGEMENT GRADING SYSTEM QRC Diploma of Hospitality Management assessments will use the following grading system: Percentage Grade Letter Grade Grade Point 90+ A+ 4.00 85-89 A 3.70 80-84 A- 3.30 75-79 B+ 3.00 70-74 B 2.70 65-69 B- 2.30 60-64 C+ 2.00 55-59 C 1.70 50-54 C- 1.30 0-49 D (Fail) 0.00 RPL (a student has been granted credit transfer or RPL for a paper) P (Pass – for papers that are Pass/Fail only) F (Fail – for papers that are Pass/Fail only) AA (with no attendance showing: a student has been granted Accelerated. Assessment for the paper but can only receive a minimum pass grade of 50%)

2.24 Grading System for Diploma of Adventure Tourism Management

ADVENTURE TOURISM MANAGEMENT GRADING SYSTEM QRC Diploma of Adventure Tourism Management assessments will use the following grading system: Percentage Grade Letter Grade 90+ A+ 85–89 A 80–84 A- 75–79 B+ 70–74 B 65–69 B- 60–64 C+ 55–59 C 50–54 C- 0–49 D (FAIL) RPL (a student has been granted credit transfer or RPL for a paper) P (Pass – for papers that are Pass/Fail only) F (Fail – for papers that are Pass/Fail only) AA (with no attendance showing: a student has been granted Accelerated Assessment for the paper but can only receive a minimum pass grade of 50%)

Version 1


33

2.25 Credit Points

Each paper is given a National Qualifications Framework credit point rating based on a weighting of the class workload involved. The ICMS credits are determined by that institution.

2.26 Term Administration

All student documentation, forms and information can be found on Moodle under Term Administration. This includes programme handbooks, database resources, assessment documents, and information on leave, professional excellence (PE), plagiarism, resits, emergency procedures, student support and student council.

2.27 Printing costs

An allowance for each term is given to cover printing costs. For some terms printing will be less and the credit balance moved over to the next term. It is important to be aware that in other terms printing requirements are a lot more and the need for the additional credit saved from previous terms will be essential to ensure you do not go over your allocation of printing costs.

2.28 Social Media regulations

As a student I undertake to: Comply with QRC College rules, regulations and code of conduct, including the professional excellence system Behave in a professional manner that does not offend others and is not discriminatory in anyway Accept responsibility for safeguarding the relationships between QRC and its stakeholders. Act in a manner that is consistent with the College Values when using social network websites or any other means Any breach of social media regulations falls under Serious Misconduct and will be dealt with by Senior Management of the college. Your media represents you. That probably seems obvious but remember it can keep on representing you well into the future, because content posted online or with phones is pretty impossible to take back. So it’s a good idea to think about how what you post now will reflect on you down the line. If you think it might impact on an employment prospect, damage a relationship or upset your grandmother, consider not sharing it. Manage your visibility. Consider the whole image. What’s in the background of a photo or video could indicate where it was taken or what the people in it were doing at the time. Is that information you want to convey? Your media could show up anywhere.

Version 1


34

2.29 Flow chart student support

Version 1


35

3.0 Guidelines for Presentation of Assessments

3.1 Submission of Hard Copy Assessments

All assessments must be submitted by 5pm Assessments are to be submitted with a signed QRC cover sheet to the Post Box system which is situated in the library. Note this will be cleared twice daily between 9.00 – 9:30am & 4.30 – 5.00pm.

3.2 Turnitin – Submission of Soft Copy Assessments

• QRC uses Turnitin to provide a tool to assist students which enhances their knowledge and understanding of plagiarism. Turnitin allows students to develop good academic practice in order to reference material correctly, thereby minimising the risk of submitting plagiarised work in assessments. Turnitin may also be used to assist with plagiarism detection where there is concern that an assignment contains plagiarised material. Staff and students should be aware that Turnitin is not the only method of checking for plagiarism and other means are readily available.

• All assessments must be submitted by 5pm

• If students are submitting assessments via Turnitin, this is a declaration that what they are submitting is their own work and they understand the penalties for plagiarism as stipulated in the Programme Handbook.

• Students may upload and save a draft copy of their documentation onto to Turnitin at any point before the assessment deadline but once they click submit, their submission is final.

• When submitting an assessment via Turnitin please be advised that you will receive an automated email receipt confirming your submission. If you do not receive an email your submission was unsuccessful and you will need to resubmit (please allow time to ensure that your assessment is submitted in a timely manner otherwise the 10% late penalty will be applied). The submission availability is open 7 days before the due date and for 6 days following the due date (lateness penalties will apply).

• Students may upload and save a draft copy of their documentation onto to Turnitin at any point before the assessment deadline but once they click submit, their submission is final. The submission availability is open 7 days before the due date and for 6 days following the due date (lateness penalties will apply).

3.3 Professional Appearance

Visual impact of your project does influence your marks. The marker will expect you to produce work which would appear credible in the business/management work environment.

3.4 Assessment Cover Sheet

• An assessment cover sheet must be filled in, signed and placed on the front of every submission.

• A copy of the cover sheet is included with your Programme Handbook material and is on moodle under diploma administration page - please print as required.

• This sheet is a signed statutory declaration of authenticity made by you.

3.5 Layout

• Unless specified the font used must be Calibri light, 11pt, 1.5 spacing.

• Leave a 3cm margin on the left hand side of the page, and a 5cm margin on the right hand side; the marker will use this for comments. Margins must be justified.

• Print on both sides of the paper and write your student ID number on the top of each page and number each page bottom right of the page.

3.6 Editing

Edit and spell check prior to submission. If handwriting please ensure your work is readable otherwise it may not be assessed. Learning support sessions are recommended for editing purposes. Please refer to the timetable for learning support sessions.

Version 1


36

3.7 Recommended Textbook

Emerson, L. (Ed.). (2014). Writing guidelines for business students. (5th ed.). South Melbourne: Cengage Learning.

3.8 APA Referencing

Referencing is an important part of all tertiary academic work. Sources of information should be acknowledged, using the APA style (refer to the Emerson book above and information taught in the Business Communications paper) for the following reasons:

• To distinguish between your ideas and someone else's.

• To show readers the range and quality of your reading.

• To direct readers to the sources used, if they want further information. Failure to acknowledge a source of information, or using other people's ideas as your own, is called plagiarism, is a serious form of academic dishonesty, and will incur penalty or disciplinary procedure.

4.0 QRC Guidelines for Oral Presentations

4.1 QRC Guidelines for Oral Presentations

Tutors need to clarify with all students prior to the presentation assessment:

• Grading & marking criteria - is the tutor assessing presentation skills, understanding of a topic, or both? Will students be tested on their posture, eye contact, resonance & will they be assessed on their understanding of the theory and demonstrated knowledge as well?

• Expectations regarding technology and resources - If students are expected to use PowerPoint or circulate handouts and other resources, make this clear from the beginning.

• Length of presentations - Ensure students are aware of the expected length of their presentation.

• Questioning - Advise students if they are expected to use questioning during their presentation.

• No cue cards or reading from notes/handouts.

• The classroom tutor and a co-moderator will also be present during the presentation.

• That all presentations are recorded for quality assurance purposes. (Order camera [email protected] and upload files onto Onedrive to share with QAC).

• If a student does not complete the presentation due to anxiety/nerves etc. They will have the opportunity (at the tutor’s discretion) to present before the end of the session with no loss of marks.

1. However if the student prefers to wait until later in the day or the next day marks will be deducted (10% & 20%

respectively). 2. The student must notify the tutor at the end of the scheduled session whether they will delay their presentation. The

tutor will confirm to the student that marks will be deducted. 3. The presentation must be completed with 24 hours otherwise a zero grade will be awarded unless the student has a

medical certificate. Tutors should be mindful of:

• Presenting in front of peers may be especially challenging for some students – the tutor’s role in this is to ensure that the student has had adequate coaching and preparation time prior to the presentation. Tutors need to have had one-on-one sessions with all students to discuss presentation content, delivery (including technology) prior to the student presenting. Through this process tutors should have identified students that are anxious about presenting and offered strategies to help combat these issues (appropriate rehearsal time, breathing techniques (YouTube clips), classroom activities that incorporate non-assessed presentation activities.

• Ensuring that their co-moderator is aware of the QRC presentation guidelines & the subject and content of the presentation to be assessed. It is also advisable for the teacher to acknowledge the level of the paper and standards expected.


Version 1


37

4.2 QRC Examination Protocols

• Ensure examination is moderated and printed off before the examination date – add class photo for invigilator to complete attendance and write down if any students are eligible for extra time.

• Any R/W students need printed copy of exam and electronically on USB.

• Cell phones and electronic watches e.g. Fitbit/IWatch need to be turned off and left in bag at the front of the classroom.

• QRC Student ID card to place on the desk during the examination

• Students may arrive within the first 20 minutes from the start of the exam, any later and no admittance, there will be no time extension.

• Students are not permitted to leave an examination until one hour of time has lapsed.

• Students must have been given the opportunity to go to the toilet prior to the examination starting. Only email [email protected] in emergency.

• 10 minute reading time at the start of the exam – this is an opportunity for students to read and highlight any items within the exam and ask any questions relating to the layout, style and format of the exam/questions. The invigilator cannot answer any questions relating to the content of the exam.

• No questions can be answered after the reading time is over.

• No student can talk at all once an examination has started or at any time throughout the examination

• No student can leave the room once an examination has started. Should they, then they are not allowed back in.

• Once a student has completed their examination they cannot come back in the room and collect their belongings whilst the examination is still in place.

• All bags, folders etc are to be placed at the front of the room prior to the examination starting and only pens/water allowed on the desk.

• Students can bring a beverage into the examination e.g. water or take away coffee etc (non alcoholic).

• On the white board should be a breakdown of times e.g. 8.30 – 8.40 reading only – 8.40 to 9.40, 9.40 – 10.10, 10.10 – 10.20, 10.20 – 10.30 no one leaves the room.

• Note in the last 10 minutes of any examination no one is to leave the room.

• Note if calculators are required and the student has not brought one in, then they are not to use anyone else’s.

• If the examination is open book ensure students use their own materials, resources and textbooks. Notes cannot be shared.

• No dictionaries or programmable dictionaries are allowed.

• Ensure you are watchful and continually go around the class checking no cheating etc is occurring. While walking around check for possible notes, or writing on hands etc. Do not continually sit at the computer and look from there. You must walk around.

• Use the computers in the class to communicate if required. Under no circumstances can you leave the room once an examination has started.


Version 1


38

5.0 Overview: Individual Course Components (Papers)

5.1 Overview: Diploma of Hospitality Management

716.411: Food, Beverage and Bar Service Level: 4 Credits: 15 Food Service Contact hours: 74 Bar Service Contact hours: 74

Self-study hours: 30

Content Summary Provide professional quality food and beverage service maximizing customer satisfaction and operational efficiency

716.501 Tourism Fundamentals

Level: 5 Credits: 5 Contact hours: 42


Content Summary This paper provides an introduction to the tourism and hospitality industry. Specifically it provides students with a platform of knowledge related to the tourism sector from a global, regional and local perspective. Historical, contemporary and future drivers including sustainable practices will be analysed to measure their impact on tourism.

716.502 Information Technology Level: 5 Credits: 5 Contact hours: 42


Content Summary Common computer software applications and software management application systems will be used in research, synthesise and store information

716.503 Business Research and Communication Level: 5 Credits: 5 Contact hours: 42 Self-study hours: 28

Note: This paper has 20 additional timetabled hours for internship prep, refer Internship A Content Summary Communication, the act of imparting or exchanging information with other people, is an essential facet of the tourism industry. Whether verbal, nonverbal or written, we are constantly seeking to connect with others for a range of purposes. This paper will use primary and secondary data to assist with developing and presenting comprehensive arguments in a professional manner across a range of platforms, including written, presentation and face to face.

716.504 Cultural Intelligence

Level: 5 Credits: 5 Contact hours: 22 Self-study hours: 28

Content Summary Research and identify cultural characteristics and patterns to support effective communication and outcomes across culturally diverse groups. Develop and apply adaptive strategies which include employing emotional and cultural intelligence to maximise positive interpersonal encounters and inclusion.

Version 1


39

716.511: Hospitality Regulations


Content Summary Understand compliance requirements within the industry environment and identify and demonstrate emergency and evacuation procedures.

716.412: Food Production


Content Summary Familiarisation of kitchen operation, production and menu concepts to support analysis and evaluation

716.505 Business Accounting and Analysis Level: 5 Credits: 10 Contact hours: 45 Self-study hours: 55

Content Summary Utilise data and standard accounting procedures to compile accurate and relevant financial information

716.506 Marketing Level:5 Credits: 5 Contact hours: 42 Self-study hours: 28 Note: This paper has 20 additional timetabled hours for internship prep, refer Internship A Content Summary Use marketing models to analyse, develop and present marketing plans, to apply promotional strategies for a range of products and services in the tourism and hospitality sectors

716.512: Contemporary Food and Beverage Management Level: 5 Credits: 5 Contact hours: 42 Self-study hours: 28

Content Summary Contemporary food and beverage is heavily influenced by the food and beverage products sold. Menus are not only selling tools, they are also control tools that support the financial profitability and operational success of a commercial operation. Working through the menu development process students will gain an insight into the management requirements of operating a commercial food operation.

Version 1


40

716.513: Hotel Operations Level: 5 Credits: 10 Contact hours: 45 Self-study hours: 55

Content Summary Apply an in-depth analysis of the "rooms division" components within a hotel (i.e. front office, guest services, housekeeping, reservations, engineering/maintenance and security) and demonstrate how they can impact the guest journey.

716.521: Hospitality Elective 1 - Wine Level: 5 Credits: 5 Contact hours: 22 Self-study hours: 28

Content Summary Develop wine tasting characteristics for structured wine tasting

716.531: Hospitality Elective 1 - Events Level: 5 Credits: 5 Contact hours: 22 Self-study hours: 28

Content Summary Develop and present proposals for an event, including accurate and profitable cost sheets, quotations and budgets

716.507 Internship A Level:5 Credits: 45 Contact hours: 213 Self-study hours: 237 Content Summary Complete a minimum of 400 hours in appointed roles and compare and contrast learning to industry application. Additionally, interview techniques, CV development and the QRC Ambassador course will also be completed.

716.508 Internship B Level:5 Credits: 40 Contact hours: 190 Self-study hours: 210 Content Summary Complete a minimum of 600 hours in appointed roles identify critical performance criteria to evaluate performance appropriate to role.

716.601 Business Development Level: 6 Credits: 10 Contact hours: 42 Self-study hours: 60

Content Summary Identify opportunities within the tourism and hospitality sector and complete a range of analytical tools to development and present a business plan that is sustainable.

Version 1


41

716.602: Leadership Level: 6 Credits: 10 Contact hours: 42 Self-study hours: 60

Content Summary Analyse and apply key leadership theories, identifying behaviours, techniques and attributes of effective leaders and identify how these relate to the developing manager and creation of a positive workplace culture within tourism and hospitality.

716.611: Rooms Division Management Level: 6 Credits: 10 Contact hours: 42 Self-study hours: 60

Content Summary Analyse and evaluate sales and revenue management strategies, applying various models and concepts of yield and sustainability management to improve hotel performance.

716.612: Hospitality Operations and Cost Control Level: 6 Credits: 5 Contact hours: 42 Self-study hours: 30

Content Summary Prepare and interpret a range of food and beverage control reports and analyse actual results compared to forecasted figures, to recommend corrective and preventative measures to support business resilience.

716.622: Hospitality Elective 2 - Wine Level: 6 Credits: 5 Contact hours: 42 Self-study hours: 30

Content Summary Plan and conduct a structured wine tasting event, advising on appropriate wine to match food choices.

716.632: Hospitality Elective 2 – Events


Content Summary Apply project management skills to market, implement, and evaluate an industry event.

716.603: Law Level: 6 Credits: 5 Contact hours: 42 Self-study hours: 30

Content Summary Evaluate owner liability against a range of New Zealand laws and Te Tiriti o Waitangi that impact business operations in a hospitality and tourism environment.

Version 1


42

716.604: Human Resource Management


Content Summary Core principles of human resource management and organisational behaviour are considered and applied so critical evaluations of workplace behaviour can be undertaken, and applied when determining workplace performance appraisals

716.605: Economics Level: 6 Credits: 5 Contact hours: 42 Self-study hours: 30

Content Summary Analyse and apply economic principles to contemporary tourism scenarios to inform decision making and strategy development

716.606 Managerial Accounting Level: 6 Credits: 10 Contact hours: 42 Self-study hours: 60

Content Summary Utilise effective Management Control Systems to evaluate management performance, develop a range of budgets and apply variance analysis

716.607: Sales and Marketing


Content Summary Analyse and develop sales and marketing strategies to maximise organisation revenue and market growth through the synthesis of contemporary and traditional, web and non-web-based mediums

716.608: Capstone – Hotel Strategy - Simulation Level: 6 Credits: 5 Contact hours: 20 Self-study hours: 30

Content Summary Research and evaluate business opportunities, using simulation technology to develop and present a business recovery / development plan for a hotel.

Version 1


43

5.2 Overview: Diploma of Adventure Tourism Management

816.501 Tourism Fundamentals Level: 6 Credits: 5 Contact hours: 42 Self-study hours: 28 Content Summary This paper provides an introduction to the tourism and hospitality industry. Specifically it provides students with a platform of knowledge related to the tourism sector from a global, regional and local perspective. Historical, contemporary and future drivers including sustainable practices will be analysed to measure their impact on tourism.

816.502 Information Technology Level: 5 Credits: 5

Contact hours: 42 Self-study hours: 28

Content Summary

Common computer software applications and software management application systems will be used to research,

synthesise and store information.

816.503 Business Research and Communication Level: 5 Credits: 5 Contact hours: 42 Self-study hours: 28 Content Summary Communication, the act of imparting or exchanging information with other people, is an essential facet of the tourism industry. Whether verbal, nonverbal or written, we are constantly seeking to connect with others for a range of purposes. This paper will use primary and secondary data to assist with developing and presenting comprehensive arguments in a professional manner across a range of platforms, including written, presentation and face to face.

816.504 Cultural Intelligence


Content Summary Research and identify cultural characteristics and patterns to support effective communication and outcomes across culturally diverse groups. Develop and apply adaptive strategies which include employing emotional and cultural intelligence to maximise positive interpersonal encounters and inclusion.

816.411 Customer Service Management


Content Summary Apply and monitor service delivery techniques in the adventure tourism environment. You will be required to complete Shift Experience at a local tourism business.

Version 1


44

816.504 Comprehensive First Aid

Level: 4

Credits: 5


Content Summary

Manage first aid in an emergency situation, be able to provide extended first aid and enhanced basic life support.

816.413: Tourism Operations

Level: 4 Credits: 5


Content Summary

Apply skills and knowledge to assist tourists in experiencing a tourism product and to ensure a positive visitor experience.

816.505 Business Accounting and Analysis


Content Summary Utilise data and standard accounting procedures to compile accurate and relevant financial information

816.506 Marketing Level: 5 Credits: 5 Contact hours: 42 Self-study hours: 28 Content Summary Use marketing models to analyse, develop and present marketing plans, to apply promotional strategies for a range of products and services in the tourism and hospitality sectors

816.511: Adventure Tourism Interpretation Level: 5 Credits: 10 Contact hours: 45


Content Summary Develop an interpretation plan for a tourism product and evaluate tourism products to provide recommendations for continuous improvements

Version 1


45

816.512: Adventure Tourism Event Planning Level: 5 Credits: 5


Content Summary

Plan and develop a tourism or adventure activity to ensure a positive visitor experience

816.513: Operation and Risk Management

Level: 5 Credits: 10


Content Summary

Develop a Safety Management System (SMS) including a Risk Management Portfolio for a company. Conduct audits of Safety

Management Plans (SMP)

816.507 Internship A



Content Summary

Complete a minimum of 400 hours in appointed roles and compare and contrast learning to industry application. Additionally, interview techniques, CV development and the QRC Ambassador course will also be completed.

816.508 Internship B



Content Summary

Complete a minimum of 600 hours in appointed roles and identify critical performance criteria to evaluate performance appropriate to role.

816.601 Business Development Level: 6 Credits: 10


Content Summary

Identify opportunities within the tourism and hospitality sector and complete a range of analytical tools to development and present a business plan for a new business concept.

Version 1


46

816.602 Leadership



Content Summary

Analyse and apply key leadership theories, identifying behaviours, techniques and attributes of effective leaders and identify how these relate to the developing manager and creation of a positive workplace culture within tourism and hospitality.

816.611: Consumer Behaviour and Destination Management



Content Summary

Report on a destination, with a key focus on consumer behaviour and manging visitor impacts, identifying key issues and opportunities and make recommendations on future strategy and direction

816.612: Sustainable Tourism Development

Level: 6 Credits: 5 Contact hours: 42 Self-study hours: 30 Content Summary Evaluate sustainable practices of an organisation and make recommendations for continuous improvement

816:613: Tourism Futures

Level: 6 Credits: 5 Contact hours: Self-study hours: 30

Content Summary

Apply entrepreneurship theories to identify key trends and futures in the tourism industry. Apply research, deduction, problem solving skills and work to develop future proofing and resilience strategies for the dynamic adventure tourism industry.

816.603: Law


Content Summary Evaluate owner liability against a range of New Zealand laws and Te Tiriti o Waitangi that impact business operations in a tourism environment.

Version 1


47

816:604: Human Resource Management Level: 6 Credits: 5 Contact hours: 42 Self-study hours: 30 Content Summary Core principles of human resource management and organisational behaviour are considered and applied so critical evaluations of workplace behaviour can be undertaken, and applied when determining workplace performance appraisals

816:605: Economics

Level: 6 Credits: 5


Content Summary

Analyse and apply economic principles to contemporary tourism scenarios to inform decision making and strategy

development

816:606: Managerial Accounting Level: 6 Credits: 10


Content Summary

Utilise effective Management Control Systems to evaluate management performance, develop a range of budgets and

apply variance analysis

816:607: Sales and Marketing

Level: 6 Credits: 5


Note: This paper has 2 additional timetabled hours for Internship evaluation and application, refer Internship B

Content Summary

Analyse and develop sales and marketing strategies to maximise organisation revenue and market growth through the synthesis of contemporary and traditional, web and non-web based mediums

816:608: Capstone – Tourism Simulation


Content Summary Research and evaluate business opportunities and use simulation technology to develop and present a business recovery / development plan for a tourism operation.

Version 1


48

6.0 Appendices

Version 1


49

Version 1


50

Version 1


51

Version 1


52

Documents

School of Tourism and Hospitality Management DIPLOMA OF ...€¦ · Hospitality Management and Adventure Tourism Management The role of the Programme Leader is to help, monitor and